Clayton Corey

Spearheaded product strategy and vision for the enterprise platform engineering portfolio, supporting over 300,000 employees and enabling core business operations for a $322B healthcare leader. Led a team of product owners and agile professionals responsible for IT Service Management (ITSM), Service Catalog, and cloud infrastructure products. • Orchestrated a portfolio of 20+ platform modernization initiatives that saved 7,500 engineering hours annually, unlocking an estimated $1.5M in productivity. Reallocated this capacity to accelerate the core product roadmap, enabling the on-time launch of a new customer loyalty platform projected to increase user retention by 10%. • Championed and directed an enterprise-wide Agile transformation, implementing flow metrics and best practices that increased average team velocity by 35% across the platform engineering organization. • Architected and launched a centralized product and technology metadata database, creating a single source of truth that improved decision-making efficiency by an estimated 30% for technology investment and risk assessment. • Pioneered the adoption of an OKR framework using Viva Goals for a 500-person organization, driving strategic alignment and focus that directly contributed to a 25% reduction in platform service turnaround time. • Directed the product lifecycle for ITSM and Service Catalog platforms, delivering key automation and infrastructure-as-code features that supported a multi-year cloud migration strategy and enhanced overall

Directed a 100+ member organization of managers, supervisors, and technical analysts responsible for the enterprise-wide service desk supporting all Aetna and CVS Caremark colleagues. Held full ownership of incident, problem, request, and change management processes, overseeing the resolution of over 1.2M annual tickets. • Revitalized service delivery strategy, improving customer satisfaction (CSAT) from 92% to a record 95% and reducing average speed to answer (ASA) from 2.5 to 2 minutes, enhancing productivity for 300,000+ end-users. • Introduced the company’s first chat support solution, analyzing market options, developing the business case, and leading implementation, which improved service level KPIs by 15% and diversified support channels. • Designed and implemented a suite of custom Tableau and Power BI dashboards to track SLA performance, identify systemic issue trends, and provide actionable insights to leadership, leading to a 10% reduction in recurring critical incidents. • Oversaw the review and analysis of multi-million dollar IT vendor contracts, enforcing SLA compliance

Coached and mentored a team of technical analysts, leveraging performance data to elevate ticket resolution quality and customer satisfaction. Achieved a 10% year-over-year increase in first-call resolution rates through targeted training programs.

Direct the fiscal strategy and allocation of a $15M annual operating budget, holding full accountability for P&L performance, capital improvement planning, and long-term financial sustainability for critical public infrastructure. Serve in a governance capacity, setting strategic policy, ensuring regulatory compliance, and overseeing operational risk for wastewater treatment facilities serving a community of 25,000 residents.

Mediate complex, high-stakes negotiations between municipal government, commercial developers, legal counsel, and community stakeholders to drive strategic long-range urban development plans and resolve zoning conflicts.